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Chapter Fourteen
Communicating Customer Value:
Integrated Marketing
Communications Strategy
Copyright © 2009 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 1
Communicating Customer Value: Integrated
Marketing Communications Strategy
Topic Outline
•
•
•
•
The Promotion Mix
Integrated Marketing Communications
A View of the Communications Process
Steps in Developing Effective Marketing
Communication
• Setting the Total Promotion Budget and Mix
• Socially Responsible Marketing Communication
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 2
The Promotion Mix
• The promotion mix is the specific blend of
advertising, public relations, personal
selling, and direct-marketing tools that the
company uses to persuasively
communicate customer value and build
customer relationships
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 3
The Promotion Mix
Major Promotion Tools
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 4
The Promotion Mix
Major Promotion Tools
Advertising is any paid form of non-personal
presentation and promotion of ideas, goods, or
services by an identified sponsor
• Broadcast
• Print
• Internet
• Outdoor
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 5
The Promotion Mix
Major Promotion Tools
Sales promotion is the short-term incentives to
encourage the purchase or sale of a product or
service
• Discounts
• Coupons
• Displays
• Demonstrations
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 6
The Promotion Mix
Major Promotion Tools
Public relations involves building good relations
with the company’s various publics by obtaining
favorable publicity, building up a good corporate
image, and handling or heading off unfavorable
rumors, stories, and events
• Press releases
• Sponsorships
• Special events
• Web pages
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 7
The Promotion Mix
Major Promotion Tools
Personal selling is the personal presentation
by the firm’s sales force for the purpose of
making sales and building customer
relationships
• Sales presentations
• Trade shows
• Incentive programs
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 8
The Promotion Mix
Major Promotion Tools
Direct marketing involves making direct
connections with carefully targeted individual
consumers to both obtain an immediate
response and cultivate lasting customer
relationships—through the use of direct mail,
telephone, direct-response television, e-mail,
and the Internet to communicate directly with
specific consumers
• Catalog
• Telemarketing
• Kiosks
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 9
Integrated Marketing
Communications
The New Marketing Communications
Landscape
• Consumers are better
informed
• More communication
• Less mass marketing
• Changing
communications
technology
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 10
Integrated Marketing
Communications
The Need for Integrated Marketing
Communications
Integrated marketing communications is the
integration by the company of its
communication channels to deliver a clear,
consistent, and compelling message about the
organization and its brands
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 11
A View of the Communication
Process
The Communication Process
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 12
Steps in Developing Effective
Marketing Communication
Identify the target audience
Determine the communication
objectives
Design the message
Choose the media
Select the message source
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 13
Steps in Developing Effective
Communication
Identifying the Target market
What will
be said
How it will
be said
When it
will be said
Where it
will be said
Who will
say it
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 14
Steps in Developing Effective
Marketing Communication
Determining the Communication Objectives
• Marketers seek a purchase response that results
from a consumer decision-making process that
includes the stages of buyer readiness
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 15
Steps in Developing Effective
Marketing Communication
Designing a Message
AIDA Model
• Get Attention
• Hold Interest
• Arouse Desire
• Obtain Action
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 16
Steps in Developing Effective
Marketing Communication
Designing a Message
Message content is an
appeal or theme that will
produce the desired
response
• Rational appeal
• Emotional appeal
• Moral appeal
Message Format
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 17
Steps in Developing Effective
Marketing Communication
Designing a Message
Rational appeal relates to the audience’s
self-interest
Emotional appeal is an attempt to stir up
positive or negative emotions to motivate
a purchase
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 18
Steps in Developing Effective
Marketing Communication
Designing a Message
Moral appeal is
directed at the
audience’s sense
of right and
proper
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 19
Steps in Developing Effective
Marketing Communication
Choosing Media
Personal communication involves two or more
people communicating directly with each other
• Face to face
• Phone
• Mail
• E-mail
• Internet chat
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 20
Steps in Developing Effective
Marketing Communication
Choosing Media
Personal communication is effective because it
allows personal addressing and feedback
Control of personal communication
• Company
• Independent experts
• Word of mouth
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 21
Steps in Developing Effective
Marketing Communication
Choosing Media
Personal Communication
Opinion leaders are people within a reference
group who, because of their special skills,
knowledge, personality, or other
characteristics; exerts social influence on
others
Buzz marketing involves cultivating opinion
leaders and getting them to spread
information about a product or service to
others in their communities
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 22
Steps in Developing Effective
Marketing Communication
Non-Personal Communication Channels
Non-personal
communication is media
that carry messages without
personal contact or
feedback, including major
media, atmospheres, and
events that affect the buyer
directly
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 23
Steps in Developing Effective
Marketing Communication
Non-Personal Communication Channels
Major media include print, broadcast,
display, and online media
Atmospheres are designed environments
that create or reinforce the buyer’s
leanings toward buying a product
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 24
Steps in Developing Effective
Marketing Communication
Nonpersonal Communication Channels
Events are staged occurrences that
communicate messages to target
audiences
• Press conferences
• Grand openings
• Exhibits
• Public tours
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 25
Steps in Developing Effective
Marketing Communication
Selecting the Message Source
The message’s impact on the target audience
is affected by how the audience views the
communicator
• Celebrities
– Athletes
– Entertainers
• Professionals
– Health care providers
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Chapter 14 - slide 26
Steps in Developing Effective
Marketing Communication
Collecting Feedback
Involves the communicator understanding
the effect on the target audience by
measuring behavior resulting from the
behavior
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Chapter 14 - slide 27
Setting the Total Promotion
Budget and Mix
Setting the Total Promotion Budget
Affordable budget
method sets the
budget at an
affordable level
• Ignores the effects
of promotion on
sales
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Publishing as Prentice Hall
Chapter 14 - slide 28
Setting the Total Promotion
Budget and Mix
Setting the Total Promotion Budget
Percentage of sales method sets the budget at a
certain percentage of current or forecasted sales
or unit sales price
• Easy to use and helps management think about
the relationship between promotion, selling
price, and profit per unit
• Wrongly views sales as the cause rather than the
result of promotion
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 29
Setting the Total Promotion
Budget and Mix
Setting the Total Promotion Budget
Competitive-parity method sets the budget to
match competitor outlays
• Represents industry standards
• Avoids promotion wars
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 30
Setting the Total Promotion
Budget and Mix
Setting the Total Promotion Budget
Objective-and-task method sets the budget based
on what the firm wants to accomplish with
promotion and includes:
• Defining promotion objectives
• Determining tasks to achieve the objectives
• Estimating costs
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 31
Setting the Total Promotion
Budget and Mix
Shaping the Overall Promotion Mix
The Nature of Each Promotion Tool
• Advertising reaches masses of
geographically dispersed buyers at a low
cost per exposure, and it enables the seller
to repeat a message many times
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 32
Setting the Total Promotion
Budget and Mix
Shaping the Overall Promotion Mix
The Nature of Each Promotion Tool
Personal selling is the most
effective method at
certain stages of the
buying process,
particularly in building
buyers’ preferences,
convictions, actions, and
developing customer
relationships
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 33
Setting the Total Promotion
Budget and Mix
Shaping the Overall Promotion Mix
The Nature of Each Promotion Tool
Sales promotion includes coupons, contests,
cents-off deals, and premiums that attract
consumer attention and offer strong
incentives to purchase, and can be used to
dramatize product offers and to boost
sagging sales
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 34
Setting the Total Promotion
Budget and Mix
Shaping the Overall Promotion Mix
The Nature of Each Promotion Tool
Public relations is a very believable form of
promotion that includes news stories,
features, sponsorships, and events
Direct marketing is a non-public, immediate,
customized, and interactive promotional tool
that includes direct mail, catalogs,
telemarketing, and online marketing
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 35
Setting the Total Promotion
Budget and Mix
Promotion Mix Strategies
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 36
Setting the Total Promotion
Budget and Mix
Integrating the Promotion Mix
Checklist
1. Identify customer touch points
2. Analyze trends—internal and external
3. Audit the pockets of communication spending throughout the
organization
4. Team up in communications planning
5. Create compatible themes, tones, and quality across all
communications media
6. Create performance measures that are shared by all
communications elements
7. Appoint a director responsible for the company’s persuasive
communications efforts
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 37
All rights reserved. No part of this publication may be reproduced, stored in a
retrieval system, or transmitted, in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior written
permission of the publisher. Printed in the United States of America.
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Copyright © 2010 Pearson Education, Inc.
Publishing as Prentice Hall
Chapter 14 - slide 39